Access to information units do virtually nothing but this work all the time. There's no doubt that these people work hard and that working in an access to information unit is a calling. On the one hand, requesters aren't happy about not having the information they want and, on the other, departments don't want to give it out because they have other things to do.
The obligations under the act are part of the responsibilities of public servants, but I don't think they've been taught that. We have to show leadership and tell them that this is part of their department's priorities and that it isn't just a secondary task that can be ignored because it's not important or fun.